Public Sector IT Infrastructure Management Training Course

Course overview

Public-sector IT teams must keep essential services available while operating within procurement rules, audit requirements, constrained budgets, ageing estates and heightened cyber risk. Infrastructure managers are expected to explain service risk to non-technical leaders, maintain defensible records of assets and changes, coordinate multiple suppliers, and make investment decisions that protect continuity of citizen-facing and internal services. This course addresses the operational gap between managing technology components and governing a reliable, accountable public-service infrastructure.

Participants learn to assess infrastructure health across networks, servers, cloud platforms, end-user computing, identity services and data-centre dependencies. The course applies ITIL 4 service management practices, COBIT 2019 governance objectives, NIST SP 800-53 control thinking and CMDB-based configuration management to public-sector scenarios. Participants build practical capability in service mapping, criticality analysis, change control, capacity planning, supplier performance management, incident coordination, disaster recovery planning and infrastructure investment prioritisation.

Instruction combines expert-led briefings with worked public-sector cases, configuration-item exercises, risk workshops and management reporting activities. Teams use a realistic government-service scenario to connect technical dependencies with service outcomes, controls and decision rights. Each participant leaves with an Infrastructure Management Improvement Plan: a structured, workplace-ready document containing a service dependency map, risk register, operating metrics, governance actions and a 90-day improvement roadmap.

The course is designed for experienced technical professionals moving into infrastructure leadership, as well as managers responsible for ensuring that IT operations meet public-service, assurance and resilience obligations.

Course objectives

By the end of this course, participants will be able to:

• Create a service dependency map linking public-facing services to applications, infrastructure components, suppliers and recovery priorities
• Apply ITIL 4 incident, problem, change enablement and service level management practices to infrastructure operations
• Assess infrastructure governance gaps against selected COBIT 2019 objectives and assign accountable decision owners
• Develop a configuration management approach using CMDB relationships, asset attributes and configuration baselines
• Prioritise infrastructure risks using a likelihood-impact matrix, control assessment and service criticality criteria
• Design capacity, availability and performance metrics for networks, compute, storage and cloud services
• Evaluate supplier performance through service-level measures, escalation routes, evidence requirements and review cadences
• Produce a 90-day Infrastructure Management Improvement Plan with controls, metrics, owners and delivery milestones

Benefits of attending

Target competencies

Who should attend

• IT Infrastructure Managers — who must balance operational resilience, service demand, budgets and governance obligations
• Public Sector IT Operations Managers — who need repeatable controls for incidents, changes, assets and service performance
• Heads of IT and Digital Services — who must translate infrastructure risk and investment needs into executive decisions
• Technical Service Delivery Managers — who coordinate internal teams and suppliers against service-level commitments
• Cybersecurity and Information Assurance Managers — who need infrastructure controls evidenced through operational practice
• Enterprise Architects and Cloud Platform Leads — who must align modernisation decisions with service dependencies and operating models

Requirements and prerequisites

Participants should have at least two years of experience supporting, administering or managing IT infrastructure, cloud services, networks, service operations or technology suppliers. They should understand basic concepts including servers, storage, networking, identity management, availability, backups, incidents and change requests. Familiarity with a ticketing system, asset register or CMDB is useful, as is experience reading operational reports or service-level measures. Participants do not need to hold ITIL, COBIT, cybersecurity or cloud certifications, and no programming, advanced architecture modelling or ServiceNow administration experience is required.

Training methodology

The five-day programme uses instructor-led technical and governance sessions anchored in a simulated public-sector digital service. Participants map service dependencies, classify infrastructure criticality, review incident and change evidence, define CMDB relationships, and test recovery and supplier-management decisions against realistic constraints. Small-group workshops require participants to defend priorities to a mock service board, while facilitated discussions connect ITIL 4, COBIT 2019 and NIST control concepts to operational practice. Each day adds material to an individual Infrastructure Management Improvement Plan, completed through a final peer review and action-planning session.

Course outline

Day 1: Public-sector infrastructure governance and service context

• Public-service obligations, service continuity expectations and accountable technology leadership
• Infrastructure domains: network, compute, storage, cloud, identity and end-user service dependencies
• Service criticality classification using impact, urgency, statutory duty and user-volume criteria
• ITIL 4 service value system applied to infrastructure operations
• COBIT 2019 governance objectives for managed infrastructure and service continuity
• Roles, decision rights and escalation paths across IT, digital, security, procurement and suppliers
• Infrastructure operating-model assessment and governance gap identification

Workshop: Participants analyse a disrupted citizen-service scenario and produce a service criticality profile with named owners, dependencies and escalation routes.

Day 2: Configuration, asset and change control

• Configuration item classes, naming conventions and mandatory CMDB attributes
• Service-to-configuration-item relationship mapping in a CMDB
• Configuration baselines, discovery reconciliation and data-quality measures
• Hardware, software, cloud subscription and licence asset lifecycle controls
• ITIL 4 change enablement models for standard, normal and emergency changes
• Change risk assessment using service impact, technical complexity and rollback readiness
• Change advisory board evidence, approvals and post-implementation review practices

Workshop: Participants design a CMDB relationship model and complete a change record, risk assessment and rollback plan for a public-service platform upgrade.

Day 3: Resilience, security and operational risk

• Infrastructure risk registers linked to service criticality and control ownership
• NIST SP 800-53 control families relevant to infrastructure operations
• Availability architecture, single points of failure and resilience pattern analysis
• Backup policy, restoration evidence and recovery-point and recovery-time objectives
• Incident command, major incident communications and cross-agency stakeholder coordination
• Problem management using root-cause analysis, known errors and corrective actions
• Disaster recovery exercise design and lessons-learned governance

Workshop: Teams conduct a tabletop ransomware and service-outage exercise, producing a prioritised recovery sequence, communication log and corrective-action register.

Day 4: Performance, capacity and supplier management

• Service-level indicators, service-level objectives and operational-level agreement design
• Infrastructure monitoring coverage for availability, latency, utilisation and error rates
• Capacity forecasting using demand trends, utilisation thresholds and growth assumptions
• Cloud cost governance, tagging discipline and consumption anomaly review
• Supplier service review packs, evidence standards and performance scorecards
• Escalation mechanisms, service credits and remediation tracking
• Lifecycle planning for legacy infrastructure, technical debt and refresh investment

Workshop: Participants build a monthly infrastructure service review pack containing KPI definitions, capacity forecasts, supplier actions and investment recommendations.

Day 5: Infrastructure improvement planning and executive reporting

• Infrastructure maturity assessment across governance, operations, resilience and supplier control
• Prioritisation methods using risk reduction, service impact, cost and delivery feasibility
• Business cases for infrastructure refresh, resilience investment and cloud migration
• Executive dashboards for service health, risk exposure, control status and delivery progress
• Assurance evidence collection for audits, internal control reviews and external scrutiny
• Ninety-day roadmap design with milestones, dependencies, owners and success measures
• Communicating technical trade-offs to senior responsible owners and service leaders

Workshop: Participants complete and present their Infrastructure Management Improvement Plan, including a dependency map, risk register, dashboard measures and 90-day roadmap.

Tools & standards covered

ITIL 4, COBIT 2019, NIST SP 800-53 Revision 5, ServiceNow CMDB

A typical training day

Live online deliveries follow the same structure in the East Africa Time zone, with shorter screen blocks and longer breaks.

What the fee includes

How you can take this course

Certification

Participants who complete the full five days receive the Skillset Development Certificate of Completion, stating the course title, course code, dates and delivery format — suitable for professional-development records and employer reimbursement.

Frequently asked questions